Senior Manager, Customer Retention and Engagement

Job Description

BMO is currently sourcing for a Senior Manager, Customer Retention and Engagement.
This is a hybrid contract role in Toronto (3 days in office per week).

Role Overview:
This role supports the Customer Growth line of business by owning and executing the enterprise-wide customer retention strategy. It involves leading cross-functional initiatives to reduce customer attrition through data-driven insights, strategic planning, and frontline engagement. The position drives measurable improvements in customer retention and operationalizes retention behaviors at scale.

Key Responsibilities:

• Own the end-to-end Customer Retention Strategy with clear priorities, sequencing, and measurable outcomes.
• Lead execution across analytics, marketing, product, technology, and frontline teams to translate strategy into initiatives and tools.
• Design and evolve the customer retention operating model, including governance, decision rights, and prioritization frameworks.
• Identify attrition drivers and at-risk customers, developing targeted strategies and campaigns to mitigate churn.
• Develop and maintain a frontline playbook on customer retention, ensuring practical usability and embedding retention behaviors.
• Translate analytics into actionable frontline triggers and prioritized actions to improve retention outcomes.
• Define accountability for integrating attrition insights into frontline systems and performance management.
• Identify and scale best practices nationally to enhance retention effectiveness.

Must-Have Skills:

• 8+ years of experience in strategy, consulting, growth, or retention-focused roles within financial services or customer-centric industries.
• Proven ownership of customer retention, churn reduction, or lifecycle management with measurable impact.
• Strong strategic capability combined with hands-on execution and delivery ownership.
• Advanced analytical and problem-solving skills with the ability to translate insights into action.
• Executive communication skills, including proficiency in PowerPoint and Excel.
• Experience influencing senior stakeholders and leading cross-functional teams without direct authority.

Nice to Have Skills:

• Experience in banking or fintech sectors.
• Master’s degree preferred (MBA is an asset).
• Experience driving change and adoption of new tools and ways of working in complex, matrixed organizations.

Ideal Candidate:

• Demonstrated ability to operate at both strategic and operational levels, balancing direction-setting with close involvement in initiatives and metrics.
• Strong ability to develop holistic retention strategies and secure leadership buy-in.
• Proven success in leading enablement, change management, and adoption of retention tools and playbooks.
• Comfort working at the intersection of strategy, operations, and execution with a focus on continuous learning and refinement.

Qualifications

About the BMO Contractor Talent Network

This contract job with BMO has been posted by Procom, BMO's recruitment service partner supporting the BMO Contractor Talent Network.

Should you be selected for this contract engagement, Procom will act as the employer of record or the agency of record for your contract engagement.

To find out more visit https://bmo.clientconnections.com.

This employer uses both human and technology-assisted tools to support candidate screening and assessment. Final hiring decisions are made by people.